An empowering career at Singtel begins with a Hello. Our purpose, to Empower Every Generation, connects people to the possibilities they need to excel. Every “hello” at Singtel opens doors to new initiatives, growth, and BIG possibilities that takes your career to new heights. So, when you say hello to us, you are really empowered to say…“Hello BIG Possibilities”.

Be A Part Of Something Big!

Make An Impact By

• Managing critical applications, ensuring design, build and ongoing support for multiple business critical applications related to Fulfillment and delivery of Customer Care and regulatory services, including the Appointment Booking and Fault Management platform, Law Enforcement portal, and Customer Service Resolution applications.  Also responsible for several SaaS platforms including those supporting Messaging, Social Media, Knowledge Management and Customer Survey.
• Managing third-party SaaS providers, ensuring vendor performance aligns with business objectives, compliance requirements, and SLAs. You will collaborate with IT, procurement, security, legal, finance, and business stakeholders to oversee contract negotiations, performance monitoring, risk management, and continuous service improvements.
• Modernizing applications, transforming legacy systems into scalable, modern architectures using cloud-native technologies, microservices, APIs, containers, and DevOps practices. This involves working closely with architects, business stakeholders, developers, and infrastructure teams.
• Project Services Deliverables
  o    Manage vendor solutions, review and bridge gaps.
  o    Ensure end-to-end deliverables of the service contract to assigned clients.
  o    Engage with customers, manage stakeholder expectations and deliverables.
  o    Drive account growth and deliver excellent customer engagement experiences.
  o    Adopt industry best practices and ensure the right tools, techniques, methodologies, and systems are used to meet international standards.
  o    Ensure services are delivered with pride and a sustainable model.
  o    Lead teams to deliver projects against planned milestones and timelines.
  o    Manage service recovery and improvement if there are gaps and escalations.
  o    Enhance service values to the customer.
  o    Engage and manage third-party partners to align their delivery with client service contracts.
  o    Make tactical plans for core technologies to ensure year-on-year performance excellence.
• Service management
  o    Manage major incidents and act as an escalation point.
  o    Provide leadership in responding to and resolving major incidents.
  o    Work closely with SMEs to identify customer impact.
  o    Conduct escalations to service teams and senior management.
  o    Ensure accurate business impact statements and detailed recovery plans for major incidents.
  o    Work on various shifts covering a ‘follow the sun’ support model.
  o    Act as the ‘One Voice’ of Technology during major incidents.
  o    Create executive summaries of major incidents for senior stakeholders.
  o    Lead and participate in Post Incident Review and Problem Management meetings.
  o    Manage third-party suppliers and vendors for major incidents.
  o    Conduct Post Incident Reviews with key team members.
  o    Ensure all IT teams follow the incident management process.
  o    Develop and maintain relationships with senior stakeholders.
  o    Lead Hyper Care models for new product and feature launches.
  o    Produce high-quality incident reports and regular reports tailored to the relevant audience.
  o    Attend monthly service reviews with customers, vendors, and third parties.
  o    Analyze incident-based data for team metrics and KPIs.
• People and Growth
  o    Coach and mentor delivery teams, including third-party partners and contractors.
  o    Develop Individual Development Plans and career paths for team members.
  o    Provide leadership and direction to project teams.
  o    Oversee the development of competencies and career progression of team members.
   

Skills to succeed

• A degree in Information Technology, Computer Science, or a related discipline is preferred
• Minimum of 15 years in the ICT industry, with at least 10 years managing systems such as CRM and OSS, especially in call centre environments 
• Hands-on experience designing and modernizing legacy systems using cloud-native technologies, microservices, APIs, containers, and DevOps practices 
• Deep understanding of IT services contracts and complex implementation projects in both legacy and cloud-managed service environments
• Proven track record in leading regionally distributed teams and delivering large-scale Telco BSS/OSS systems
• Experience in coaching and recovering troubled projects
• Ability to act as a leader of change and influence stakeholders in a matrix organization

• Stakeholder Management: Strong ability to navigate cross-functional teams and influence senior leadership
• Talent Development: Experienced in mentoring teams and developing recruitment strategies, particularly in leadership roles focused on building and guiding high-performing teams.

Are you ready to say hello to BIG Possibilities?

Take the leap with Singtel to unlock new opportunities and accelerate your growth. Apply now and start your empowering career!